Customer Care Scheduler Operations - REMOTE

Analytical Responsibilities

• Monitor inbound call and chat traffic, volume of escalated cases, and outbound dialer calls.
• Ensure service/performance volume is met within Service Level Agreements (SLAs) by adjusting scheduling needs as patterns change.
• Maintain and develop database applications, report design, and ad-hoc analysis.

WFM System Management

• Build proficient staffing and scheduling routines to meet business unit goals and objectives.
• Develop and make recommendations on standardized policies and procedures for agent scheduling.
• Simulate the impact of proposed initiatives and recommend appropriate staffing actions for the business.
• Assess the daily performance of the contact center and manage staffing changes to achieve payroll targets and Service Level Objectives.

Forecasting and Budgeting

• Analyze contact volumes to create long-term forecasts, integrating planned marketing efforts, shifts in customer contact trends, and disaster recovery plans.
• Generate, update, and publish agent schedules within established timelines and adjust ad hoc as needed to support meetings and training initiatives.
• Collaborate with operational directors and resource planning managers to ensure appropriate staffing levels are requested during the budgeting process.

Reporting and Training

• Maintain standardized reporting for internal and external management use.
• Conduct orientation training associated with the scheduling process for the user community.
• Collect, analyze, and report historical center and agent performance statistics.

Additional Duties

• Perform additional duties and projects as assigned.

Consistent regular scheduled attendance is considered an essential function of this job.

The salary range for this opportunity is $45,000 - $60,000. Base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors.